Safe handoffs to humans
Configure when and how the agent hands a conversation to your team.
Good automation knows its limits. Configure the agent to bring in a person at the right moment — with full context.
Triggers
- The customer asks for a human
- Sentiment drops
- An action needs approval the agent doesn't have
Never auto-resolve a conversation a customer explicitly escalated. Always route it to a person.
Hand off context
The human inherits the full thread and what the agent already tried, so they pick up mid-stride.